FAQs

We’re listening – and here are answers to your most frequently asked questions.

Corporate, Retail and Product Inquiries

For general inquiries, including retail store experience, product quality and corporate information, please call our Consumer Affairs department at 888-782-9548 Monday-Friday 8:00am-4:30pm CST or email us.


Online Ordering

For questions regarding your experience online at Carters.com | OshKoshBgosh.com or to place a phone order, we can be reached at 877-333-0117 (toll free) or 762-232-1399 from 7am-11pm CST daily (except holidays) or email us.

FAQ Answers

Ordering Online

How do I place an order?
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Shopping at Carters.com | OshKosh.com is easy and secure! Placing an online order requires just a few steps:

  1. Select an item you would like to purchase, and then click the Add to Cart button from either the quick view or product detail page.
  2. You can then choose to continue shopping or go directly to Checkout.
  3. Once you are finished shopping, click on Shopping Cart at the top right corner of page, and follow the prompts to check out.

You will receive an email confirming your order that includes your order number.

If you prefer to order by phone, please call us at 877-333-0117 (toll free) or 762-232-1399 from 7am-11pm CST daily (except holidays).

Note: Carter's reserves the right to refuse or cancel any order. Carter's, at our own sole discretion, may limit or cancel quantities purchased by a single person, shipping/billing address, or per order. If your order is cancelled, we will attempt to notify you using the email address provided at time of order placement. We reserve the right to prohibit or limit sales to dealers, resellers, and distributors.

 
How can I check my order status?
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If you have set up an account with Carters.com | OshKosh.com, you can sign in to check your order status. If you do not have an account, you may call Customer Service at 877-333-0117 (toll free) or 762-232-1399 from 7am-11pm CST daily (except holidays) with your order number.

Once your order ships, you will receive a shipping notification that includes tracking information.

You can track your shipment through the carrier using this information.

 
How can I pay for my order?
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Carter's, Inc. accepts Visa, MasterCard, American Express, and Discover/Novus charge cards as a form of payment at our stores and online. Online Only: Our current purchasing policy requires that you use a credit card that is attached to a billing address and phone number in one of the following countries: United States, Argentina, Australia, Bolivia, Brazil, Canada, Chile, China, Colombia, Costa Rica, Dominican Republic, Ecuador, France, Guatemala, Honduras, Iceland, Israel, Italy, Japan, Mexico, Paraguay, Peru, Russian Federation, Singapore, South Korea, Spain, Switzerland, Taiwan, Turkey, Ukraine, United Kingdom, Uruguay, and Venezuela. Please check back soon as we will be adding billing addresses for additional countries.

 
Can gift cards be used online or at other retailers that sell Carter’s and OshKosh B’gosh products?
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Gift cards can be used Carter’s (for Carter’s brand gift cards) and OshKosh B’gosh (for OshKosh B’gosh brand cards) company-owned stores or online at Carters.com | OshKosh.com. Our signature blue co-branded card may be used at either Carter's or OshKosh B'gosh brand stores. Gift cards may not be used at other retailers.

 
How quickly will my order be processed?
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All orders received before 12:00pm CST are processed within 2 business days of payment verification. Please note that on occasion, such as during holiday rush and large sales events, there may be a slight delay in processing time. Your business is important to us, and we make every effort to process your order as quickly as we can.

 
How can I create/update my Wish List?
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It’s easy to create a Wish List, but you must have a Carters.com | OshKosh.com account in order to create one.

  1. Select Add to Wish List on the product page (indicate size and color, where necessary)
  2. Continue shopping or browsing.

It’s that simple! Your Wish List will be saved to your account for quick future reference. And, you can make it easy for friends and family to know just what your children want and need for birthdays, holidays, and other special occasions by Sharing your Wish List.

 
How do I know shopping is secure?
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Carters.com | OshKosh.com takes your security seriously.

We implement many layers of safeguards to protect your security and privacy. Our site has security measures in place to protect against the loss, misuse and alteration of the information under our control. All transmissions that include personally identifiable information are protected using the industry standard SSL (secure socket layer) protocol encryption technology to protect against information loss and assure a secure and trusted experience. In addition, we utilize other physical and contractual practices and policies to safeguard your information. However, it is important to know that no online data transmission can be guaranteed to be 100% secure.

For complete information on our security measures, please refer to our Privacy Policy and Secure Shopping Guarantee.

 
What will my personal information be used for?
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When you register we collect your name, mailing address, phone number, and email address. This information is used to respond to your requests, contact you if necessary, and, if you wish, send you emails or mail about sales, promotions, and other special events.

Please view our Privacy Policy and Secure Shopping Guarantee. for complete information.

 
I have a comment or an idea for the website. Whom should I contact?
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We do everything we can to ensure that your experience at Carters.com | OshKosh.com makes your life just a little easier, and welcome your comments, feedback, and ideas. Please contact Customer Service at 877-333-0117 (toll free) or 762-232-1399 from 7am-11pm CST daily (except holidays) or email us.

 
I’m having trouble placing an order. I follow the prompts, but the site seems to be down. Whom should I contact?
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For any technical difficulties you are experiencing with our website, please contact our online call center at 877-333-0117 (toll free) or 762-232-1399 from 7am-11pm CST daily (except holidays).

 
I clicked on a link to a page, but get a Page Not Found message. What is wrong?
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Most likely, nothing is wrong. All website pages are subject to change, so the URL may be outdated, or the link may be incorrect. Changes happen more frequently with product pages, as we sell out of styles, update sales, and add new products. If you are searching for a specific product, please use our Search page, or to browse, please visit the Carters.com or OshKosh.com homepage.

 
I could not complete the checkout process. What should I do?
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If you have correctly entered all your information and are unable to complete the checkout process, we may need further information for our security check. Please call us at 877-333-0117 (toll free) or 762-232-1399 between 7am-11pm CST daily (except holidays) to verify your information so that we can process your order.

 
I want to order over the phone. What number should I call?
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If you prefer to order by phone, please call us at 877-333-0117 (toll free) or 762-232-1399 from 7am-11pm CST daily (except holidays), and our knowledgeable and friendly Customer Service representatives will help you.

General Product Inquires

I am looking for a gift. What do you recommend?
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Please visit our Carter’s Baby Essentials shop for great gift ideas for moms and babies. Also consider a Carter's | OshKosh Gift Card for an easy gift that everyone will appreciate.

We work to make gifting easy for all your special occasions, and are here to help. If you need further assistance or recommendations, please call us at 877-333-0117 (toll free) or 762-232-1399 from 7am-11pm CST daily (except holidays) for help from our friendly and knowledgeable Customer Service representatives.

 
Do you offer gift services?
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Yes, we offer gift boxing at a charge of $5 per box. Items that are gift boxed will be removed from the protective plastic, wrapped in tissue paper, and delivered in either our Carter’s gift box (for Carter’s items) or OshKosh B’gosh gift box (for OshKosh B’gosh items) with a gift message. The gift receipt sent to the recipient will not display the pricing information.

 
How do I find the right size? Do products run small/large?
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Both Carter’s and OshKosh B’gosh clothing run true to size. To make sure you order the right size every time, please see our Easy Sizing Charts for specifications that include height and weight parameters for each size.

 
Where can I get replacement hardware for OshKosh B’gosh overalls?
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We will replace various buttons, hooks and slides free of charge on our garments, if possible. Please call our Consumer Affairs department at 888-782-9548 Monday-Friday 8:00am-4:30pm CST for inquiries about replacement hardware.

 
Is Carter’s sleepwear treated to prevent flammability?
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We design our children’s sleepwear with a combination of fabrics and fits that do not require treatment with harsh chemicals to prevent flammability.

Carter’s polyester sleepwear is naturally flame resistant, while our 100% cotton sleepwear is tight fitting, and therefore does not require additional fabric treatment. All Carter’s sleepwear products are clearly labeled as “sleepwear.” Only garments labeled as such should be considered sleepwear.

All of our sleepwear products are created with children’s safety, health, and comfort in mind, and meet Consumer Product Safety Commission requirements.

 
Why do garment tags instruct me to “wash before wearing”?
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Apparel is packaged in protective plastic wrap, and transported in boxes. If in store, the garments hang in a public place where they are handled and sometimes tried on. Simply as a safety precaution, it is wise to wash clothing so it is fresh for your child.

 
What can you tell me about reports of babies getting rashes from tag-free labels?
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We have received reports that some infants with sensitive skin could be allergic to heat-transferred, or “tag-free,” labels used in baby and infant clothing, including labels used in the Fall 2007 Carter’s product line.

Our extensive review and testing, and that of our label manufacturers and independent experts, provide no indication that the labels contain any known skin irritants or abrasive chemicals, or that such a rash is anything beyond a rare allergic reaction to an otherwise safe product. We have used tag-free labels on hundreds of millions of products and our experience with these labels is that they are safe.

Beginning with our Spring 2009 line, we use tag-free labels that comply with international standards more stringent than U.S. standards and requirements. Carter’s is committed to being the industry leader in product safety and quality, and we do everything we can to make products that help make your life easier.

For more information, please refer to our full message on tag-free labels. If you have additional questions, please contact Consumer Affairs at 888-782-9548.

Product Availability

How do I find a product online that I saw in a store?
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Not all merchandise carried in stores is available online at this time. You may use our Search feature to look for an item by keyword or item number.

 
How often are new products added to the online stores?
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We add products to our online stores frequently, and offer new sales and promotions, as well, so check back often for new styles and great deals.

 
Where can I buy Carter’s and OshKosh B’gosh products?
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In addition to our ecommerce site, www.Carters.com | www.OshKosh.com, Carter’s and OshKosh B’gosh have more than 400 retail outlet stores nationwide. Our products are also carried in thousands of national department stores and specialty stores.

To find a Carter’s or OshKosh B’gosh store near you, please use our Carter’s Store Locator or OshKosh B’gosh Store Locator.

Shipping & Service

My Shipment arrived later than expected. Whom should I contact?
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We sincerely apologize for any inconvenience this may have caused. We do everything we can to ensure your experience at Carters.com | OshKosh.com makes your life just a little easier, and your satisfaction is important to us. Please contact us at 877-333-0117 (toll free) or 762-232-1399 from 7am-11pm CST daily (except holidays) for inquiries on your shipment.

 
My shipment is lost. What should I do?
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Please contact us at 877-333-0117 (toll free) or 762-232-1399 from 7am-11pm CST daily (except holidays) and we will initiate a thorough search of your shipment with the transit company.

 
My shipment arrived damaged. Whom should I contact?
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If your order content was damaged in-transit please contact us at 877-333-0117 (toll free) or 762-232-1399 from 7am-11pm CST daily (except holidays) to report a damaged shipment.

We apologize for any inconvenience this may have caused. We want to ensure that your experience at Carters.com | OshKosh.com makes your life just a little easier, and will do everything we can to remedy the situation as soon as possible.

 
My shipment was missing an item(s). Whom should I contact?
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It is possible your shipment was split based on product availability, and that the missing items will be shipped when they become available. Your shipment confirmation will include a list of all products included in your shipment. To track your order, please use our Order History.

Please contact us at 877-333-0117 (toll free) or 762-232-1399 from 7am-11pm CST daily (except holidays) to report an incomplete shipment, and we will check the status of your missing items.

We apologize for any inconvenience this may have caused. We do everything we can to ensure that your experience at Carters.com | OshKosh.com makes your life just a little easier, and will do everything we can to remedy the situation as soon as possible.

 
Do you ship internationally?
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Carter's and OshKosh B'gosh now ships to over 80 countries. Click here to learn more.

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Pricing

Are prices and promotions the same online as they are in stores?
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Carters.com and OshKosh.com prices, promotions and selections may differ from those at in our retail stores. Prices and promotions (e.g., promotion codes or free shipping) offered online may not be used in stores, and store prices and promotions (e.g., coupons or additional discounts) may not be used online, unless otherwise stated.

 
What is "MSRP"?
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MSRPs are an estimate of the price at or above which items have been offered or sold by retailers in the trade area, which may not include Carter’s and OshKosh B’gosh.

Given the national scale of our offerings, our products may not be sold at MSRP in all locations, and the MSRP price may not represent the average or prevailing market price at any particular time. Because the MSRP may vary from retail prices in your area, you may want to make a comparison for yourself by checking the prices of other internet or local retailers prior to making a purchase. Percentage reductions are off of MSRP, except where noted.

 
I purchased a product and now the price is lower. Can I get a price adjustment?
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Yes, we will make a one-time price adjustment to the new online price for items purchased online within 14 days of purchase. To request a price adjustment for your online purchase, please call 877-333-0117 (toll free) or 762-232-1399.

 
A friend received an email with an online coupon. How can I get coupons?
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You can sign up to receive emails by creating a Carters.com | OshKosh.com account. Simply create an account for Carter’s to receive coupons and special offers available only to registered users.

Product Returns

I am generally unsatisfied with my unworn merchandise. What should I do?
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Your satisfaction is of the utmost importance to us, and we do everything we can to ensure that your experience at Carters.com | OshKosh.com makes your life a little easier. For your convenience, you may return or exchange merchandise you purchased online to any Carter’s (for Carter’s brand) or OshKosh B’gosh (for OshKosh B’gosh brand) company-owned retail store in the U.S or by mail.

 
How do I return or exchange a product?
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For your convenience, you may return or exchange merchandise you purchased online to any Carter’s (for Carter’s brand) or OshKosh B’gosh (for OshKosh B’gosh brand) company-owned retail store in the U.S or by mail.

To return or exchange by mail, follow the directions on your packing slip, and use the prepaid return label for quick and easy processing. For exchanges it will be necessary for us to process your exchange as a refund followed by a new order. If you complete an exchange for the same item in a different color or size, we will waive the regular shipping charges for your exchange.

To return in store, you will need to bring your packing slip with you to receive a full refund. Please note that to return in store, Carter’s brand clothing may only be returned to company-owned Carter’s stores, while OshKosh B’gosh brand clothing is only returnable to company-owned OshKosh B’gosh stores.

For more information, please refer to our Return Policy.

 
I have lost my packing slip. Can I still return my purchase?
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If returning by mail, please send the following information with your return: Billing name, address, telephone, order number (if known), and reason for return. Mail your shipment to:

Carters.com | OshKosh.com
Attn: Returns Processing
625 Braselton Parkway
Braselton, GA 30517

*Please note that we cannot process returns purchased from our retail stores by mail.

To receive a refund for the original purchase price in-store, we will need the packing slip or gift receipt. All other returns will be awarded a merchandise credit for the current sales price of the item(s).

For more information, please refer to our Return Policy.

 
I want to exchange an item, but the size I need is no longer available. Do I still have to pay for return shipping?
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Yes, in this instance you will be responsible for return shipping and handling charges. If you prefer, you can return the item to your nearest company-owned Carter’s or OshKosh B’gosh store (as appropriate) without deductions for shipping and handling.

 
Can I return an item in store that I bought online?
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Yes, you may return your item to any company-owned Carter’s or OshKosh B’gosh retail store.

Please note that to return in store, Carter’s brand clothing may only be returned to Carter’s stores, while OshKosh B’gosh brand clothing is only returnable to OshKosh B’gosh stores.

For more information, please refer to our Return Policy.

 
How can I return a gift?
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You can return a gift for a merchandise credit by following the directions on your packing slip. For your convenience, you can return the item by mail or to your nearest company-owned Carter’s or OshKosh B’gosh store.

Please note that to return in store, Carter’s brand clothing may only be returned to Carter’s stores, while OshKosh B’gosh brand clothing is only returnable to OshKosh B’gosh stores.

For more information, please refer to our Return Policy.

 
I am generally unsatisfied with my worn merchandise. What should I do?
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Your satisfaction is of utmost importance to us, and we do everything we can to ensure that your experience at Carters.com | OshKosh.com makes your life just a little easier. We welcome your feedback, so please contact Consumer Affairs at 888-782-9548.

 
What do I do if I have a defective product?
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Carter’s and OshKosh B'gosh is committed to quality products. Any product with a quality defect can be returned to a store (please bring the packing slip or printed receipt) for a full refund, or contact Consumer Affairs at 888-782-9548to make arrangements to return the item to us by mail.

My Account

I’d like to start receiving Carter’s | OshKosh B’gosh emails. How do I sign up?
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You can sign up to receive emails by creating a Carters.com | OshKosh.com account. Simply create an account for Carter’s to receive coupons and special offers available only to registered users.

 
How do I unsubscribe from promotional emails?
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You can change your email preferences on the Email Subscriptions page or by selecting the Unsubscribe link at the bottom of any email you receive from Carter’s | OshKosh B’gosh.

 
I forgot my username/password. How do I retrieve it?
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You can have your username and temporary password sent to the email address on file by selecting the Forgot Username or Forgot Password link here or at the top left of our website pages, where the log-in module is located.

 
How do you use my personal information?
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We use cookies and other technologies to collect non-personally identifiable information for a variety of purposes, such as to improve the design and content of our website and to enable us to provide a more personalized experience when you browse our sites and keep you up to date on products, promotions, and other email communications that may be of interest. If you disable cookies you may not have access to some features on our websites.

You may opt out of our promotional communications by following the instructions outlined in any communications you receive from us. Please note that we will always confirm your order and shipment status via email when you make online purchases with us. Due to lead time of direct mail, you may receive 1-2 additional mailings after your request is processed. We apologize for the inconvenience.

For complete information regarding the usage or your personal information, please refer to our Privacy Policy.

General Inquiries

Where is Carter’s located?
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Our corporate headquarters are located in Atlanta, Georgia. We also have corporate offices in New York City, NY, and OshKosh, WI.

 
How does Carter's select children to photograph?
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All of the children appearing in our communications are referred to us by modeling agencies. If you are interested in having your child model, we recommend that you contact a reputable local or national agency.

 
How can I find out more about International business opportunities?
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Please send us an email.

 
I have a question about a Carter's product purchased outside the U.S. Whom should I contact?
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Please send us an email.

 
How do I learn about career opportunities or apply for a job with Carter’s | OshKosh B'Gosh?
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We welcome inquiries from talented individuals who will work to build on the trust that generations of families have placed in Carter’s. To join our team, please view our current openings for opportunities in our corporate locations and retail stores.